Customer Service Section Supervisor

State of Arizona Enterprise Technology (ASET); Phoenix (AZ); On-site; USD 51,000 - 53,000; Full time

Benefits offered by this job

Sick leave

Vacation with 10 paid holidays per yr

Health and dental insurance

Retirement plan

Life insurance

Long-term disability insurance

Employee benefits options

Job summary

The Arizona Department of Transportation is seeking a Customer Service Section Supervisor to lead daily operations in Record Quality & Logistics Support. You will supervise staff, ensure compliance with federal and state laws, and serve as a key liaison for external constituencies.

Responsibilities include overseeing personnel, developing records systems, and guiding project activities while promoting a culture of continuous improvement. Occasional travel may be required.

Qualifications

• Knowledge of federal and state laws and regulations pertaining to ADOT MVD.
• Ability to analyze legislation and respond to questions with clarity.
• Clear written and verbal communication with customers and staff.
• Organizational skills for records and materials management.
• Experience in training, counseling and disciplining employees.

Responsibilities

• Supervise administrative and daily operations of multifaceted state programs.
• Oversee personnel management including work allocation and performance.
• Provide technical leadership for day-to-day program activities.
• Develop and implement records systems and program policies.
• Collaborate with federal and state agencies as liaison for external parties.

Skills

Leadership

Communication

Organization

Training & Coaching

Hiring & Interviewing

Data Analysis

Policy & Regulations

Google Workspace

Customer Service

Education

Bachelor's degree in business or public administration

Tools

Google Workspace

MVD software (proprietary)

Job description

DEPT OF TRANSPORTATION

Be a part of an innovative and collaborative team driving a safer transportation system for Arizona. Check out a day in the life of our Motor Vehicle Division employees truly thriving! CLICK HERE!

Customer Service Section Supervisor

• This position is open to Current, Active ADOT Employees only*

Job Location

Address: Record Quality & Logistics Support

1801 W. Jefferson

Phoenix, AZ 85007

Posting Details

Anticipated Salary: $51,637.87

Grade: 20

Closing Date: 10/08/2026

Job Summary

Directs and oversees the operational planning, establishment, execution, and evaluation of multiple units, ensuring compliance with federal, and state laws and regulations. Serves as principal point of representation and liaison with external constituencies on federal and state level on operational matters and provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise. Oversees fiscal, operational, administrative, and human resources management of the program. Maintains responsibility for the appropriate use of programmatic funds within state parameters. May be required to travel, including out-of-state. Model ADOT values through leading, coaching and developing problem solvers to implement and sustain a continuous improvement culture. Leaders are accountable, transparent, and communicative as they foster an inclusive, diverse, and safe environment.

Job Duties

Supervises the administrative and daily operations of multifaceted state programs, ensuring compliance with federal, and state laws and regulations.

Oversees the supervision of personnel, which includes work allocation, training, promotion, enforcement of internal procedures and controls, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance.

Provides technical and/or professional coordination and leadership in the execution of day-to-day program/project activities, as appropriate to program objectives and area of expertise.

Develops and implements systems and processes to establish and maintain records for the program. Develops or assists with the development and implementation of policies and procedures consistent with those of the program to ensure efficient operation of the program.

Provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise. Collaborates with federal and state departments, serving as principal point of representation and liaison with external constituencies.

Knowledge Of

• Knowledge of or the ability to learn federal and state laws and regulations relating to ADOT MVD.
• Of research and analysis of legislation and unique questions pertaining to laws and regulations.
• Of communicating in an understandable manner whether reporting verbally or in writing to customers and staff.
• Of organization of work space and materials.
• Of report preparation and grant proposals.
• Of training, counseling & disciplining.
• Of or the ability to learn to execute customer service Valid Arizona's Driver License. principles and best practices.
• Of Google Workspace.

Skill In

• Research and analysis of legislation and unique questions pertaining to laws and regulations.
• Communicating in an understandable manner whether verbally or in writing with a customer centric focus.
• Organization of work space and materials. Report preparation and grant writing.
• Training, counseling & disciplining employees.
• Hiring and interviewing employees.
• Computer operation including hardware and software technology.
• Multitasking and organization to handle and direct simultaneous and sometimes conflicting work priorities and deadlines.

Ability To

• To adapt and embrace a changing environment, and understand processes and procedures.
• To identify, recommend and implement improvements to processes and procedures.
• To lead a diverse group of people to accomplish unit goals and responsibilities and to lead by example.
• To stand or sit for long periods and work or travel outside when necessary.
• To excel in an office environment including operating a PC, proprietary MVD software, and other office equipment.
• To listen effectively.
• To understand, analyze and evaluate data.
• To prepare correspondence and statistical reports.
• To research, analyze and make clearly defined decisions to identify, evaluate, and resolve solutions to questions and issues.
• To effectively supervise employees.
• Ability to coach and develop employees, including continuous improvement practices and principles.

Selective Preference(s)

Two years of leadership experience in one or more of the functions related to the duties of this class; a Bachelor's degree in business or public administration may substitute for one year of the required experience. Ideal candidate will have prior management/supervisory experience within MVD.

Pre-Employment Requirements

This position requires driving or the use of a vehicle as an essential function of the job, and the following requirements apply. Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. The license must be current, unexpired, and neither revoked nor suspended. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records, and must complete all required driver training. An employee who operates a personally owned vehicle on state business shall maintain the statutorily required liability insurance (see Arizona Administrative Code (\"A.A.C.\") R2-10-207.11).

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits

The Arizona Department of Administration offers a comprehensive benefits package to include:

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement

Mandatory participation in the Arizona Retirement System (ASRS) is required.

Contact Us

For questions about this career opportunity, please contact ADOT Human Resources Recruitment via email at [e-mail] or phone call at [phone] option 2.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by calling [phone] option 3. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. ADOT is an Equal Employment Opportunity Employer.